Method and apparatus for providing an interactive home agent with access to call center functionality and resources

ABSTRACT

A call center system supports remote agent stations through a network by establishing a data link between a computer platform at the remote agent station and a CTI-processor connected to a telephony switch at the call center, and switching incoming calls from the call center to a telephone at the remote agent station while sending data pertaining to the calls via the data link to the computer platform at the remote agent station to be displayed. Data pertaining to calls is retrieved from a data base at the call center and sent via the data link to be displayed on a video display at the remote agent station. The data can include scripts for an agent at the remote station. Call center services are supported by cooperation between software at the CTI processor and the computer platform at the remote station. In one embodiment the data link, once established, is kept open while calls continue to be switched to the remote station. In another, after an initial log in, dial up is done from the remote station upon detecting calls from the call center by a TAPI compliant device, and a reduced log in is performed at the CTI processor to save time. In a third alternative, the CTI processor, via a modem bank adapted for dialing, establishes the data connection each time a call is switched from the call center to the remote station. A plurality of remote stations may be thus supported.

CROSS-REFERENCE TO RELATED DOCUMENTS

The present invention is a continuation-in-part of copending patentapplication Ser. No. 08/840,125, filed Apr. 3, 1997, which priorapplication is incorporated herein in its entirety by reference.

FIELD OF THE INVENTION

The present invention pertains to telephony communications systems andhas particular application to methods including software enabling a homeagent operating away from an associated call center to operate with fullcall center functionality and resources.

BACKGROUND OF THE INVENTION

Telephone call processing and switching systems are, at the time of thepresent patent application, relatively sophisticated, computerizedsystems, and development and introduction of new systems continues. Muchinformation on the nature of such hardware and software is available ina number of publications accessible to the present inventors and tothose with skill in the art in general. For this reason, much minutedetail of known systems is not reproduced here, as to do so wouldobscure the facts of the invention.

At the time of filing the present patent application there continues tobe remarkable growth in telephone-based information systems. Recentlyemerging examples are telemarketing operations and technical supportoperations, among many others, which have grown apace with developmentand marketing of, for example, sophisticated computer equipment. In somecases organizations develop and maintain their own telephony operationswith purchased or leased equipment, and in many other cases, companiesare outsourcing such operations to firms that specialize in suchservices.

In a call center, a relatively large number of agents handle telephonecommunication with callers. Each agent is typically assigned to atelephone connected to a central switch, which is in turn connected to apublic-switched telephone network (PSTN), well-known in the art. Thecentral switch may be one of several types, such as Automatic CallDistributor (ACD), Private Branch Exchange (PBX), or a Central Officeswitch equipped with Centrex ACD service.

An organization having one or more call centers for serving customerstypically provides one or more telephone numbers to the public or totheir customer base, or both, that may be used to reach the call centerservice. The number or numbers may be published on product packaging, inadvertisements, in user manuals, in computerized help files, and in anyother convenient way. In most cases, when the numbers provided aretoll-free numbers, a Service Control Point (SCP) directs the routing ofthe to one or another of associated call centers.

Routing of calls may be on several levels. Initial routing may be doneat SCPs and further routing may be accomplished at individual callcenters. Intermediate routers may also be used. As described above, acall center typically involves a central switch, which may have, forexample, an Automatic Call Distributor (ACD) and may be a Private BranchExchange (PBX), or a Centrex service. The central switch is typicallyconnected to the public-switched telephone network (PSTN). Agents,trained to handle customer service, operate telephones connected to thecentral switch.

If the call center consists of just a switch and connected telephonestations, the routing that can be done is very limited. Switches, suchas PBXs and PABXs and the like, although increasingly computerized, arelimited in the range of computer processes that may be performed. Forthis reason additional computer capability in the art has been added forsuch switches by connecting computers adapted to monitor switch activityand to control switch functions. The processes of incorporating computerenhancement to telephone switches is known in the art as ComputerTelephony Integration (CTI). The connected computers execute CTIapplications provided to enhance switch and call center functions.

In a call center, agent stations having telephones connected to theswitch may be equipped also with computers including video displays,such as Personal Computers (PCs), so agents operating such stations mayhave access to stored data as well as being linked to incoming callersby a telephone connection. Such stations may be interconnected in alocal area network (LAN) by any one of several known network protocols,and there may be other servers connected to the LAN as well, such a fileservers and the like. In CTI enhanced systems the LAN may also connectto the CTI processor.

When a call arrives at a call center, whether or not the call has beenpre-processed at a SCP, typically at least the telephone number of thecaller is made available to the receiving switch at the call center by atelephone carrier. This service is available by most PSTNs as AutomaticNumber Identification (ANI) information in one of several formats. Ifthe call center is computer-enhanced (CTI) the phone number of thecalling party may be used to access additional information from adatabase at a server on the network that connects the agentworkstations. In this manner information pertinent to a call may beprovided to an agent.

Even with present levels of CTI there are still problems in operatingsuch call centers, or a system of such call centers. There are waitingqueues with which to contend, for example, and long waits may beexperienced by some callers, while other agents may be available whocould handle callers stuck in queues. Other difficulties accrue, forexample, when there are hardware or software degradations or failures oroverloads in one or more parts of a system. Still other problems are dueto known latency in conventional equipment. There are many otherproblems, and it is well recognized in the art, and by the generalpublic who have accessed such call centers, that there is much room forimprovement in the entire concept and operation of such call centersystems. It is to these problems, pertaining to efficient, effective,timely, and cost-effective service to customers (patrons) of call centersystems that aspects and embodiments of the present invention detailedbelow are directed.

Corporations are faced with a challenge to provide consistent levels ofcustomer service in an environment where call volumes are constantlychanging. For example, a public response to a TV advertising campaignmight require staffing levels far above average. Corporations are inconstant need to flexibly change the number of agents based on variablevolumes of calls.

One possible solution considered by providers of call center services isa home agent solution, wherein agents may be remotely based from thecall center. This concept involves setting up home-based agents with thenecessary equipment and lines so as to allow the agent to operateremotely but still retain access to call center functions such as callrouting functions, customer information system (CIS) resources,conferencing options, and the like, that are provided to agentsoperating at the call center.

A problem with this remote agent, or home agent, concept prior to thetime of the present invention is that all known implementations of homeagent systems require dedicated hardware such as leased lines for bothvoice and data, special add-on cards enabling communication protocols tobe converted, and special proprietary telephones made to operateremotely over such dedicated lines and circuits. Therefore, the expenseof enabling multiple agents to function remotely can be verysignificant, and even much higher than the normal operating costs ofexpanding or upgrading the call center to accommodate more agents.

What is clearly needed is a method and apparatus whereby a company canstation agents in remote locations other than at the call center, suchas in their own homes, and still provide full call center functionalityand CIS accessibility, without the requirement for added dedicated andproprietary equipment and special leased lines. A solution such as thiswould reduce company costs and increase call center efficiency andflexibility.

SUMMARY OF THE INVENTION

In a preferred embodiment of the present invention a home agent callcenter system is provided, including methods of practicing the inventionwith the call center system, comprising a telephony switch connected toa first trunk adapted for receiving incoming calls from a telephonynetwork, and to a second trunk adapted for placing outbound calls intothe network; a computer telephony integration (CTI) processor connectedto the telephony switch and to a data base, the CTI processor executinga CTI application; an agent station remote from the call center, theagent station having a telephone connected by a first telephony line tothe telephony network and a computer platform with a video display unit(PC/VDU) connected by a second telephony line through a modem to thetelephony network; and a data port associated with the CTI processoradapted to establish a data connection. The data connection isestablished between the CTI processor and the computer station at theremote agent station, and as incoming calls are switched to the remoteagent station, data pertaining to each incoming call is retrieved fromthe data base and sent via the open data link to the computer platformat the remote agent station to be displayed on the VDU.

In some embodiments the data connection is established prior to a firstcall being switched to the remote agent station, and is maintained openthereafter as further calls are switched to the remote agent station. Inother embodiments the computer platform at the remote agent station ischaracterized by a TAPI-compliant device connected to the telephone suchthat the computer platform may detect incoming telephone calls, and,upon detecting a call from the call center, the computer platformimmediately dials up the CTI-processor and establishes the data link bya reduced log-in procedure allowing a minimum-time connection. In yetanother embodiment the CTI-processor is characterized by having a modembank adapted to dial outgoing calls, and, as a call is selected to beswitched to the remote agent station, the modem bank dials the remoteagent station and establishes the data connection. The telephony networkis a publicly-switched telephony network or any private or otherwide-area network.

In some embodiments the data link is established over the telephonynetwork, and in others over the Internet, wherein the CTI-processor isadapted as an Internet-connected server, and the data link isestablished by the computer platform at the agent station dialing up anInternet service provider (ISP) and establishing an Internet link to theCTI-processor.

All call center services available to locally-connected agents are madeavailable also to remote agents by compatible software executing on theCTI-processor and on the computer platform at the remote agent stations.Plural stations will typically be supported from a single CTI-enhancedcall center. Advantages of the invention are realized through processesof maintaining the data connection continuously between the remotestation and the call center, or, if the connection is to be brokenbetween calls, establishing procedures described in full detail below,for establishing and using the data connection very quickly as it isneeded with each new call switched to a remote agent station. Theinvention in its several embodiments provides remote agent capabilitywithout necessity for leased lines, dedicated hardware, and proprietarytelephones and the like. Through the teachings of the invention remoteagent stations may established at any location where a telephone and acomputer station is available, with two lines so voice calls and datamay both be supported. The two lines may be two POTS lines or the twochannels of an ISDN connection.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

FIG. 1 is an overview of a call center and connected home agentaccording to an embodiment of the present invention.

DESCRIPTION OF THE PREFERRED EMBODIMENTS

FIG. 1 is an overview of a call center and connected home agent systemaccording to an embodiment of the present invention. In this embodimenta functioning call center 101 and at least one remote workstation 126are each connected to a Public Switched Telephone Network (PSTN) 125.For purposes of convenient description station 126 may be considered tobe in an agent's home, but this is not required. A client telephone 123is shown connected to PSTN 125 as well, and represents many telephonesavailable to persons who may use the services of the call center and anagent at either workstation 126 or at the call center.

Call center 101 in this embodiment comprises a telephony switch 109 thatis connected typically to a number of agent workstations, such as agentworkstation 103, each having a telephone 105 and a PC 107 having a videodisplay unit (PC/VDU). There are also typically several to many suchagent workstations in such a call center. Switch 109 in this embodimentis enhanced by a computer-telephony integration (CTI) processor 111connected to the switch by a CTI link 110. Processor 111 and the PC/VDUsat agent workstations are connected on a local area network (LAN) 112.Also connected to the LAN within call center 101 is a file server 113supporting a client database, and there may be other servers on the LANas well.

It will be apparent to those with skill in the art that call center 101may contain a large number of agent stations such as agent satiation 103as well as multiple file servers, storage units and other equipmentwithout departing from the spirit and scope of the invention. In thisembodiment only one unit of each type at a call center is shown, andthis minimum arrangement is deemed adequate to fully describeembodiments of the present invention. Similarly, only one home agentworkstation is shown, although there may be many such stations inalternative embodiments of the invention.

A client typically contacts call center 101 using client telephone 123.An incoming call from a client is routed through PSTN 125 and intotelephony switch 109 via trunk 116 in this embodiment. Telephony switch109 may be of the form of a Private Branch Exchange (PBX) or AutomaticCall Distributor (ACD), or any other type of telephony switch known inthe art and suitable for call center utilization.

In a preferred embodiment of the present invention agent station 126 andcall center 101 have a dual connection. One of the two connections is atelephone link between the home agent's telephone 133 and telephonyswitch 109 at the call center. In various embodiments of the invention aplurality of outgoing call ports are reserved for home agent connection.One such line 117 is illustrated in FIG. 1 for the telephone link fromswitch 109 to home agent station 126, which is completed from the PSTNvia line 127 to the home agent's station. The other connection is a dataconnection between the home agent's PC and data services at the callcenter. In a preferred embodiment this link is made via a telephony link129 from home agent station 126 via the PSTN to CTI processor 111 at thecall center. Lines 127 and 129 at the home agent station may be in oneinstance two POTS lines (plain old telephony service), or the B channelsof an ISDN connection (2B+D).

In the embodiment shown, CTI processor 111 executes CTI functionality byvirtue of a proprietary routine 108 known to the inventors as T-Server.When the call from phone 123 enters PBX 109, a proprietary routine 118known as a Router is alerted. Router 118 can be a separate unitconnected to PBX 109 through processor 111 as shown in FIG. 1, or may beimplemented in other ways. Router 118 selects the best available agentto answer the call. If the Home Agent is selected, then the call istransferred to telephone 133 through trunk 117 and line 127, andassociated data is transferred to the home agent's workstation 131through the data link 119 and 129. Remote agent functionality inconjunction with T-Server is provided at each remote agent station byexecuting code routines 106 known to the inventor as Home Agent. In thisembodiment it is necessary that the T-Server be compatible with HomeAgent for the system to function properly. In other embodiments thesoftware applications may execute on different platforms. Given theteaching herein, it will be apparent to those with skill in the art thatthis is but one example of many implementations that may be made.

There are a variety of ways a data link may be established andmaintained for Home Agent functionality. In the embodiment illustratedby FIG. 1, for example, and the data connection is by a dial-uptelephony connection to a modem bank 115 at the CTI processor. The modembank in this embodiment is adapted to serve as many home agents as thereare dedicated ports for home agent connection.

There are a number of other ways the data link may be established andmaintained. One is by an Internet connection made by the home agent PCthrough an Internet Service Provider (ISP) dial up, wherein the CTIserver is adapted as an Internet-connected server. NT and UNIX dial-upsare other options. The detailed nature of the data connection is notbasic to the invention, and many options will be apparent to those withskill in the art.

The way the data connection is made and used relative to calls switchedto home agents is important to the invention. In one embodiment the homeagent logs in in a manner similar to a login procedure for an agent at acall center. That is, the home agent, at the beginning of a session,dials up the data connection, which initiates a log-in procedure, whichafter completion connects the home agent's PC/VDU to CTI processor 111,and indirectly to LAN 112 at the call center, and provides for the homeagent the CIS service and functions available to all other agentsassociated with the call center. In this preferred embodiment the dataconnection, once made, is kept active until the home agent logs off.

In this preferred embodiment, wherein the data connection is keptactive, when a call arrives at telephony switch 109 from a client at atelephone represented by telephone 123, and it is determined (forwhatever reason) that the call is to go to home agent 126, router 118directs the switch to transfer the call to home agent station 126. Anoutgoing call is placed to telephone 133 at the home agent's station,and at the same time data arriving with the call or accessed fromdatabase 113 using information derived from the call is transmitted toPC/VDU 131 at the home agent's station via the always-open dataconnection. In this manner a screen pop with client information and ascript for the agent may be displayed on the VDU of PC/VDU 131 at theagent's station by the time the call arrives, or even before the callarrives. When the telephone connection is made the call from the clientis switched to telephone 133.

The home agent station has a virtual SoftPhone connection 135 from thetelephone to the PC/VDU. This connectivity and functionality isimplemented in one embodiment by a TAPI-compliant modem or bridge at thePC/VDU to which voice line 127 interfaces as well as to telephone 133.This connection enables the Home Agent application 106 to have alltelephony controls over phone 133. It ensures that the applicationbehaves in same manner whether the agent is located at home, or at theCall Center. It is not strictly required that there be a physicaltelephone and a physical connection as shown in FIG. 1, however. Thereare, in alternative embodiments, a number of ways that the SoftPhoneconnection may be implemented. There are, for example, commerciallyavailable applications wherein a telephone may be simulated by softwarein the PC. There are other implementations as well. What is important isthat the SoftPhone is enabled to do outbound dialing for both telephone133 and data line 129 (modem-connected), and provides other functions aswell, such as voice recording, and caller ID.

In an alternative embodiment it is not necessary that the dataconnection be constantly maintained. In this embodiment, at the callcenter end of the data connection a full log-in is accomplished when anagent first dials up and logs in from a home agent station, then asimplified log-in is enabled requiring essentially only that the agentstation be verified from calling party identification data when asubsequent dial up is made from the agent station during a normal shifttime, until the agent formally logs off. In this embodiment, when a callis switched to a home agent, the arriving call at the home agent stationfrom the call center triggers the modified dial up, establishing thedial up data connection more quickly than could be done by a more formallog in. In the minimum log-in embodiment the TAPI interface recognizesan incoming call and automatically dials up the data connection, which,by virtue of the minimum log-in may be established quickly, so data maybe provided to the home agent without creating undue delay.

In yet another embodiment unique capability is provided at the callcenter end of the data link, providing functionality, once an agent hasformally logged in, for the call center to dial the agent's PC andestablish the data connection. In this case no further log in orverification is needed, and each time a call is switched to the homeagent's station, the call center re-establishes the data connection andprovides the data for the agent at the agent's PC/VDU. Thisimplementation is nearly as fast as keeping the data link always open,allowing the data and telephone connection to be done as quickly as thevoice call is accomplished. In this embodiment circuitry 115 has dialingcapability controlled by T-Server 108.

The scope of preprogrammed criteria used to determine whether or not ahome agent will be utilized can be unlimitedly broad without departingfrom the spirit and scope of the present invention. For example, in oneembodiment, a home agent may be used only at a certain time of day. Inanother embodiment, the home agent may be brought in to play after acertain level of incoming calls is detected. In still anotherembodiment, the home agent may be responsible for answering specifictypes of requests, and so on.

It will be apparent to one with skill in the art that varying degrees ofsoftware integration can be present wherein different commands andfunctions are utilized without departing from the spirit and scope ofthe present invention. For example, this instant embodiment describes acontrol routine used with a typical incoming call to a call center thatis predetermined to be transferred to a home agent for disposition. Inanother embodiment, a different control routine will be used where theincoming call is transferred to a home agent and then linked with athird party (conference calling). Routines for different featuresavailable to the call center and subsequently to the home agent such ascall forwarding, call waiting, transferring to another call center, andso on will be tailored for each instance. Furthermore, it is intended bythe inventor that the present invention supports alternative media typessuch as Web conferencing, Video Desktop conferencing, and E-mail. Withan appropriate ISDN connection and software, all known types of mediaare supported. It will also be apparent to one with skill in the artthat more than one agent can be active and communicating on more thanone connected device at the home agents location without departing fromthe spirit and scope of the present invention. For example, multipointISDN configurations are known in the art and allow several users toshare the same lines. In another embodiment , Internet connectivitycould be maintained by the virtual home agent and the call centerwhereby an incoming call results from a clickable icon or link embeddedin a Web page. In still another embodiment wireless forms ofcommunication may be utilized such as satellite-based communication, andwireless LAN. It is known to the inventor that systems utilizingwireless forms of communication can be linked to a PSTN network and tothe Internet to allow for various network schemes and added multimediacapabilities. The present Invention is limited only by the claims thatfollow.

What is claimed is:
 1. In a call center system including a call centerhaving a switching apparatus connected to a Public Switched TelephoneNetwork (PSTN), the switching apparatus enhanced by a Computer TelephonyIntegration (CTI) processor executing a CTI application, and includingat least one Home Agent station remote from the call center andaccessible through the PSTN, the Home Agent station having a telephoneand a personal computer (PC) with separate voice and data channels inthe PSTN for the telephone for voice communication and the PC for datacommunication, wherein the telephone has an integration link with the PCin a manner that the PC may monitor and control telephone functions, amethod comprising steps of:(a) accomplishing an initial log-in for theHome Agent station, enabling thereby use of a minimum log-in procedurefor subsequent calls until log-off; (b) receiving a voice call at thecall center for service; (c) determining by the CTI processor that thecall should go to the Home Agent station; (d) placing the voice call tothe Home Agent station by dialing through the PSTN from the switchingapparatus at the call center; (e) in response to receiving the voicecall at the Home Agent station, dialing the call center from the HomeAgent station to establish a data channel using the minimum log-inprocedure; and (f) monitoring progress of the voice call and providingcall center CTI services to the Home Agent station through the datachannel, the PC and the integration link.
 2. A call center systemcomprising:a switching apparatus connected to a Public SwitchedTelephone Network (PSTN); a Computer Telephony Integration (CTI)processor coupled to the switching apparatus and executing a CTIapplication; and at least one Home Agent station remote from the callcenter and accessible through the PSTN, the Home Agent station having atelephone and a personal computer (PC) with separate voice and datachannels in the PSTN for the telephone for voice communication and thePC for data communication, the telephone having an integration link withthe PC in a manner that the PC may monitor and control telephonefunctions; wherein upon an initial log-in for the Home Agent station, aminimum log-in procedure is established until log-off, and uponreceiving a voice call at the switching apparatus and the CTI processordetermining that the call should go to the Home Agent station, the CTIprocessor causes the switching apparatus to dial and connect the voicecall to the Home Agent station, and after the call is answered at theHome Agent station the Home Agent station dials the call centerestablishing a data channel using the minimum log-in procedure, andwherein the CTI processor monitors progress of the voice call andprovides call center CTI services to the Home Agent station through thedata channel, the PC and the integration link.